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我們對我們的產品非常有信心，所以我們不提供会给客户带去麻煩的產品。
Salesforce ADM-261 考試概覽:
| 認證廠商: | Salesforce |
| 考試名稱: | Service Cloud 管理（SU24） |
| 考試代碼: | ADM-261 |
| 相關認證: | Salesforce 認證管理員 Salesforce 認證進階管理員 |
| 及格分數: | 及格分數：65% |
| 實際考試題數: | 題數：60–65 題 |
| 考試費用: | 考試費用：200 美元 |
| 考試時間: | 105 分鐘 |
| 證照有效期限: | 有效期限：12 個月（可透過進修課程更新資格） |
| 考試形式: | 單選題, 複選題 |
| 支援語言: | 英文, 日文, 西班牙文, 法文, 德文, 葡萄牙文 |
| 推薦課程: | 建置與維護 Service Cloud（ADX261） Service Cloud 管理（ADM-261）考試準備課程 |
| 考試報名: | Pearson VUE 報名系統 Salesforce 認證入口網站 |
| 範例考題: | Salesforce ADM-261 範例考題 |
| 考試方式: | 考試方式：線上遠端監考或至 Pearson VUE 考場應試 |
| 必備條件: | 建議具備：6 個月以上 Salesforce 管理實務經驗；強烈建議先取得 Salesforce 認證管理員資格 |
| 官方大綱網址: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
Salesforce ADM-261 考試大綱主題:
| 章節 | 權重 | 目標 |
|---|---|---|
| 全通路派工機制 | 15% | - 工作負載管理
|
| 整合與自動化 | 5% | - 服務流程自動化工具
|
| 個案管理 | 25% | - 支援流程與記錄類型
|
| Service Cloud 控制台 | 15% | - 控制台設定
|
| 分析與報表 | 10% | - 儀表板與關鍵績效指標
|
| 知識管理 | 20% | - 知識庫運用與整合
|
| 自助服務與社群平台 | 10% | - 自助服務功能
|
最新的 Service Cloud Consultant ADM-261 免費考試真題：
1. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
A) Multiple Monitors Components
B) Collapsible Sidebar Components
C) ConfigureMacros
D) Console Keyboard Shortcuts
2. Universal containers is migrating from classic knowledge to lightning knowledge usingthe lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
A) Post the filesto the chatter feed on each article.
B) Use the lightning knowledge migration tool and choose "include files".
C) Upload the files as documents, then relate them to the migrated articles.
D) Use the files related list on each article to add files to your articles.
3. Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
A) Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
B) Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
C) Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
D) Configure the new app m developer org and use an unmanaged package to deploy to production.
4. Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?
A) Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
B) Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first- call resolution.
C) Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
D) Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
5. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
A) Lightning External Apps Starter
B) High Volume Customer Portal
C) Customer Community Plus
D) Customer Community
問題與答案：
| 問題 #1 答案： C | 問題 #2 答案： D | 問題 #3 答案： D | 問題 #4 答案： D | 問題 #5 答案： D |
223.136.78.* -
一開始我不太相信網上的廣告，直到Salesforce ADM-261考試通過，才證明我的選擇那么完美，并且還獲得了一個不錯分數。感謝VCESoft網站。